Senior ServiceNow Engagement Lead

Candidate Manager LTD; Letterkenny; Hybrid; EUR 100,000 - 130,000; Full time

Benefits offered by this job

Pension

Health care

Life Assurance

Laptop

Training resources and discounts

Job summary

Tata Consultancy Services UK&I in Letterkenny, Ireland, seeks a Senior Engagement Manager to lead large ServiceNow engagements and drive on‑time, on‑budget delivery. You will coordinate cross‑geo teams, manage governance, and ensure customer outcomes across complex portfolios.

You will guide delivery teams, apply advanced project practices, and foster strong partner relationships while mentoring junior managers to raise solution quality and business value.

Qualifications

• 8+ years of Professional Services / ServiceNow Projects management experience.
• Project Management, ServiceNow Platform, ITSM / ITOM / ITAM / Platform workflows, Solution Design, ServiceNow integrations.
• ServiceNow Certifications (CSA/CAD/CIS).
• PMP/Prince II certifications.
• Leads large and complex engagements and delivery teams while providing technical leadership and guidance to customers.
• Design scalable ServiceNow workflow solutions and technical architectures aligned to long‑term customer objectives and integrating AI into work processes, decision‑making and problem‑solving.
• Conduct workshops, assess current‑state processes, and define future‑state technical solutions applying.
• AI tools to streamline workflows, generate insights and support strategic initiatives under guidance.
• Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.
• Coach and mentor Engagement Managers and Associate Engagement while driving solution quality, innovation and customer value realization.

Responsibilities

• Own end‑to‑end delivery oversight of a portfolio of client engagements, ensuring consultants are performing against agreed SOW obligations and customer expectations.
• Manage resource booking and scheduling across active engagements, coordinating with resource management and practice leads to maintain appropriate coverage.
• Serve as the primary customer-facing contact — handling inbound requests around resourcing, schedule changes, invoicing queries, and general delivery concerns with professionalism and pace.
• Produce and distribute weekly/bi‑weekly status reports across the portfolio, providing visibility of utilisation, risks, actions and financial burn.
• Maintain RIDAC logs and ensure actions are followed up consistently across the portfolio.
• Identify scope creep, SOW deviations, or resourcing misalignments early, supporting Change Order processes where required.
• Collaborate with Finance and Commercial teams to reconcile actuals against contracted hours and support revenue forecasting.

Skills

Professional Services management

ServiceNow Platform

ITSM/ITOM/ITAM

Solution Design

ServiceNow integrations

PMP/Prince II

AI in workflows

Workshops & process assessment

Education

PM Certification (PMP/Prince II)

ServiceNow Certifications (CSA/CAD/CIS)

Tools

ServiceNow PPM/SPM

Job description

Tata Consultancy Services UK&I in Letterkenny, Ireland, seeks a Senior Engagement Manager to lead large ServiceNow engagements and drive on‑time, on‑budget delivery. You will coordinate cross‑geo teams, manage governance, and ensure customer outcomes across complex portfolios.

You will guide delivery teams, apply advanced project practices, and foster strong partner relationships while mentoring junior managers to raise solution quality and business value.